Answering questions in the support inbox
Questions members send from inside the app land in one inbox, where your team reads and answers them.
When a member contacts you from inside the app, their question lands in the Support inbox. The Dashboard shows how many are open, so you can see when they start to pile up.
Answering a question
- Open Support inbox in the sidebar.
- Select a question to read it. If you need their plan or recent activity, open the member's profile from Members.
- Write your reply and send it. The reply goes back to the member.
- Close the question once it's sorted, so the open count on the Dashboard stays accurate.
Where to look for common questions
- Can't sign in on their phone or TV: see the sign-in help under Apps.
- Billing: check how they pay on their profile first. Purchases made through the App Store or Google Play are handled by Apple and Google.
- Asking to cancel: see Handling cancellation requests.
- A workout or video that won't play: check the item in Workouts or the Media library.
Tip
Give inbox access to the people on your team who answer members day to day. Their role controls whether they see the Support inbox.
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